Laura Antony

Laura Antony - Sales Manager - Bulgari Resort Dubai

Laura’s passion for delivering a luxury hospitality experience has enabled her to make outstanding career progress at one of the most globally prestigious brands, Bulgari Resort Dubai.

Her talents are recognized by her rapid rise from Pre-opening team member to Assistant Sales Manager, now recently promoted to Sales Manager.  With each new position, Laura has assumed broader and more sophisticated markets. In her current position, she is responsible for the development of partnerships with such leading luxury consortia as Virtuoso, Fine Hotels & Resorts, STARS for US and Latin America.

In her role as Assistant Sales Manager, responsible for France, Switzerland and Benelux, Bulgari Resort Dubai realized + 50% Rooms nights in N+1.  As well, year to date 2019, the Swiss market is positioned as number 2 highest ADR in the Bulgari Group.

As a member of the pre-opening team (and a CMH alumni) Laura was a key facilitator for the annual CMH Global Tour in 2018.

As every hospitality professional knows, pre-opening requires special skills and abilities to develop new customer groups and deal with uncertainties.  Laura has embraced pre-opening challenges as prior to Bulgari Resorts she was selected for the pre-opening team of ‘Tempting Places’ Luxury Boutique Hotels in Malaysia.

Laura earned her MBA International Hospitality & Luxury Management at CMH, graduating with high honors in 2017.  She further distinguished her academic life by earning a Bachelor’s degree in Visual Arts from the Sorbonne in Paris.

Laura Antony is well on her way to a remarkable career in the Next Generation hospitality professionals.

KLM in-app AR - check carry on - will your bag pass?

#KLM airline innovates on their ChatBot using Augmented Reality. Travelers can check baggage size, avoid problems at airport checkin.

See how it works - video below



KLM offers some additional, entertaining AR goodies via App.

Read the full article here:

KLM Packs AR Suitcase into iPhone App to Help Passengers Check Luggage

Think UX - User Friendly Manual Info via Instrkiv

Thank you, Ferry Vermeulen, Director at Instrkiv , for sharing his enthusiasm for UX - user friendly interfaces. 

We are all experiencing the dynamics of accelerating change, smaller screens, visual orientation of communications all of which combine to make user experience key to digital (and print) communications.

Instrkiv's focus is just that...making manuals, documentation, tools + training easy to understand, therefore actionable.

While most of us to do not create manuals or do technical writing, Instrkiv is sharing 'The Ultimate Guide To User-Friendly Manuals' via PDF download.

Easy to search online using Ultimate Guide + Instrkiv

A worthy share for UX thinking!!

Hotels Use AI - Deliver Awesome User Experience

Chatbots Magazine details Intelligent Travel companions impact for Hotel Guests.

Key Quote:

"Travellers have evolved lately and desire a great mixture of high-grade personalization and exceptional service standards on the go. On the other hand, hotel operations often get complicated due to heavy amounts of data about visitors and hotel staff, resulting in critical challenges related to flawless customer experience. This is where intelligent travel phones can come to assist".

AI enabled phones permit hotels to deliver:

• Fast online assistance
• Personalized options and recommendations
• Saving user preferences and page visits
• Travel bookings and safe routes
• Advanced meal/drink preferences
• Room booking and reservations

 Combined with AI voice enabled tools, such as Amazon's Alexa, offer guests easy, efficient methods of 'ordering' services.

"Guests save time and efforts by placing their order without spending time typing the request details using touch gestures on their mobile phone. Alexa is there to fetch information, note down and suggest pre-emptively. Hotel staff receives the precise order in the first attempt without even refining it, which ensures smoother, faster customer service".

Room Service chatbot conversation below:

Chatbots Magazine - Alexa conversation with Hotel Guest

Full Read Chatbots Magazine article - 

How Hotels are Using Artificial Intelligence to Deliver an Awesome User Experience.

#hotels; #AI; #artificialintelligence; AI enabled phones; Intelligent Travel companions

MIT/Sloan Strategic Agility Project

7 Tips for Developing Effective Strategic Priorities

Video = 1:40 - Worth your time!!

CMH MBA Paris - green local social @ #HotelHackfest

       CMH Academy Paris #HotelHackfest = an inspiring, innovative session!

Now for the hard part - choosing the winning Hack Road Map for Green - Local - Social.  Student submissions are amazing!  

Our strategy advisors were great!!  They helped teams understand the challenges of implementing change, from owners' perspective

• C Humnicki - Tiara Hotels
• P Gluck + A Dintmille - Hotel Executive Solution

Anthony, from HES, spoke of his first hand eco experience in Brazil.  Real life + impressive!  Each advisor was a recent grad of CMH MBA program.

Alison is truly social - she postedMOB hotel photos + blog comments!

Our team really enjoyed the Hackfest at the MOB Hotel. It was entertaining and unexpected and the croissants were delicious! Also, it was the opportunity for us to visit the MOB Hotel which is quite the place!
At the end of the "meeting", we got some ideas about green concepts and how to be a green hotelier. We hope you will like our idea as much as we do! 

Winners will be announced tomorrow - watch this space!!!  More CMH Photos!!

#CMH-paris; #HotelHackfest; LizCraig.digital

Cross posted in Hotel Hackfest

TravelTripper #mobile bookings stats 2018 = success tips

 #Hotels - it is a Mobile First World!!

Travel Tripper blog published important stats for bookings via mobile.   

Quote:

Over one third of people now use a mobile device to book a hotel room. That’s according to the latest Travel Flash Report by Criteo.

Success Tips for Hotel Direct Bookings via Mobile:

• fast and frictionless experience - best accomplished by mobile dedicated site + hotel's RWD site
• assure mobile customers feel they’re receiving the most relevant information 
• assure mobile is best price possible - no need to go to desktop site to book
• consider creating + promoting 'mobile rate' 

Read full article - Travel Tripper Important Mobile Booking Stats for Hotels

#mobilebookings #hotels @Travel_Tripper

#websummit - Women in Tech - Mentor by Booking.com

The #WebSummit in Lisbon was exciting, energizing + a huge success.  Indeed, Booking.com Women in Tech Mentor 3 day program was standing room only.

I was asked to be a mentor and met some amazing + ambitious young women.  Most were seeking specific tactics for 'what's next' in their careers.  The sessions went so well, I met one of the ladies for a coffee post #WebSummit ... what a pleasure!

A shout out to Nicola Lyons, WebSummit Community Manager, who was the hands on coordinator - well done!

#websummit 2017 - Women in Tech Initiative

Quote from Gillian Tans, Booking.com CEO:

“We strongly believe that gender diversity is key to building a workforce that fosters innovation, collaboration and creativity and we are continuously working to make Booking.com one of the most gender-balanced companies in the world"

I was delighted to be a mentor for Women in Tech Initiative

 Back to Lisbon for #WebSummit 2018 - I hope to include some of my Online Business Development MBA students in this program.

More Women in Tech !!

#websummit2017; women in tech booking.com

HES Digital Futures Presentation #cometmeetings

The team at Hotel Executive Solution held their #Hotel Managers workshop 28/11 to explore the impact of digital on guest services and hotel operations.

I thank them for inviting me to present now-near big picture - how guest expectations of superior service are evolving dynamically.

Leadership Team at Hotel Executive Solution

The key concept = Guests expect to access hotel services digitally. Hoteliers need to be creative to deliver HX (human experience) enhanced by digital. 

Wisely, the Team selected #CometMeetings as the innovative environment for the HES Managers to explore creative approach to H2H (human to human) enhanced by digital. 

#HES Paris; #hotels; #cometmeetings; #HX-hospitality

#websummit - Lisbon City Wide - Cool Photo Spots

#WebSummit 2017 Lisbon is truly a city-wide event.

• Smooth, easy conference checkin at the airport. 
• An army of friendly, young volunteers
• #websummit stickers on all Metro direction signs, letting you know where to get off - very helpful
• Metro maps printed with correct stop indicated

#websummit 2017 Liz Craig   #lisbon

Cool idea - Instgramable spots in central tourists areas - lots of WebSummiters took advantage!!

#websummit - #lisbon Barrio Alto - great for Instagram

Looking forward to brainfood + innovations to publish in Hospitality-Next.digital ; Bookings.com is here, Hilton is here, Trivago, I have my ticket ... going to #frenchtech side event!!

#websummit; #frenchtech; #AWS; 

Great Example Learn + Lunch - Facebook Live Event

Wow Event teaser by Deepend Au Agency - smart use of Facebook Live

Join us LIVE at 12:30pm, 22 Sep for a knowledge nourishing lunch w/ @leila_alem - talking AR/VR, wearable's and AI! https://t.co/ZQneKC6kti pic.twitter.com/mTcy8q9qOy

— Deepend (@Deepend) September 21, 2017

TooGoodToGo - #Anti-Food Waste Innovator

Too Good to Go - Eat Well - Save Money - Save the Planet

Excellent, imaginatively presented interview with @LucieBasch, 25 year old founder of Too Good To Go France. App based food ordering system is a win-win-win:

• Consumers - save money, time + eat well
• Providers (restaurants, bakeries, food stores + chains) - realize some revenue vs. 0
• Society - better planet, good for our souls

Innovative concept, innovative business model, innovative generation of thinkers.  True @changemakers

"Collaboration is the new competition" 👯
L'interview pas comme les autres de notre fondatrice @LucieBasch c'est ici ! 👇🏼 pic.twitter.com/Itb3bBaIq9

— Too Good To Go FR (@TooGoodToGo_Fr) September 15, 2017

Interview in French - but easy subtitles.  Enjoy.

Too Good To Go UK - English 

Too Good To Go France

#anti-gaspi; #repas prix reduit, #reduc food waste

Creating Distinctive Luxury #Hotels - Go Non-Traditional

Thank you Millennials - as you are a 'generation of trendsetters' those of us who are Millennial-midset are getting the luxury hotel experiences we prefer.

Excellent recent research carried out at Ecole hôtelière de Lausanne shows affluent Millennials will reshape luxury hotel experience.  Further, traditional luxury hotels are deemed 'non-innovative, unattractive and old-fashioned establishments'.

Fortunately, the research points out key 'innovation' solutions - focussed on design and uniqueness:

• Human Capital - attitude, personality, supported by tech will permit staff to increase personalized engagement
• Organizational Design - 'boundaryless' hotels - trendy social space + unique events designed to attract locals and other non-hotel guests
• Unique Service - personalized and unconventional experiences that have a meaningful impact on individuals

Some Luxury Hotel Leading Innovators

Firmdale Hotels definitely gets it, creating #filmandfood event that offers a vibrant combination:

Source: David Bez Salad Blogger

• foodie movie 'Julie & Julia'
• foodie blogger David Bez's new book launch
• David and Oscar Restaurant’s Head Chef, Bradd Johns,  rethinks imagination + nutrition with a 3 course dinner for the event

Ian Schrager hits the sweet spot - again - launching Public Hotels in NYC.  The homepage says it all!!

Public Hotels In Fast Company

Read the Full Article - Millennials to Reshape Luxury Hotels

Thank you for article share + discussion points

Laurent Mergui

Directeur CMH Paris / Managing Director

Thank for Fast Company article share
Dean Minet @minettco

The New Way to Hotel - Zoku + StayNTouch Innovate

A refreshing view of #hotel guest experience ... produced by StayNTouch and filmed at the uber innovative Zoku Hotel - a hybrid hotel.

A number of things standout in this video:

• The guest uses the mobile app for many actions - pre-arrival, probably booking, ordering a late check out (LCO) and check out payment authorization
• BUT chooses when he WANTS to interact with the staff - example, requesting meeting room materials.

• The staff is tablet empowered permitting the staff member to be in motion, not stuck behind a desk
• Personally greeting the guest on arrival
• Processing his requests
• Housekeeping staff communicating ready room

The video was made in 2016, so I imagine more changes have been made:

• Integrative mobile payment vs. credit card swipe on the tablet
• Keyless room access vs. key card

Bottom line:

• This short video demonstrates today's hotel customer service expectations and how hotels can deliver - supported by digital + mobile devices
• There is still human experience (HX) - when/for what is up to the guest.

This dynamic changes how we hospitality professionals need to think of our hotel operations.

Stay N Touch ... and their excellent blog

#digitalinnovation #hybridhotels #hx_hospitality

Social Courage + #Hotel Housekeeping via @aremorch

Thank you Are Morch ! Wow + finally, smart strategies for using social media + mobile to optimize BOH (back of house) and FOH (Front Office) communications.  Social Media Courage blog post is a great place to start.

Outcome = Top notch, efficiently serviced guestrooms - the key physical product in #hotels.

Are Morch teamed up with RoomChecking to provide stats and actionable steps to 'socialize' Housekeeping communications - happier staff + guests.

Source: RoomChecking

As a former Rooms Division Exec + GM, I have always had a special place for Housekeeping, Laundry + Maintenance Departments, so my favorite section of the blog posts = Characteristics of a Great Houskeeper. 

Of the 9 points, willingness to be of genuine service is a standout.

So, bravo for extensive coverage of social on BOH employees and communications.

Source: Are Morch

Read full Post Hotel Housekeeping Social Media Courage

#hotels #hotelhousekeeping #socialinnovation

Top Digital Marketing Trends via ipfconline

Concise infographic by @ipfconline1  10 Digital #marketing trends - already impacting online efforts.

Note - number 9 - Mobile = center stage in Customer Decision Journey

10 Major Digital #Marketing Trends to Pay Attention for 2017 [Infographic] #DigitalMarketing #Analytics #SocialMedia #SMM #CRO #SEO #Mobile pic.twitter.com/PM7b6gFJ4p

— ipfconline (@ipfconline1) August 25, 2017

#UPAEPParis 2017 - Arrive Next Sunday to Paris

CMH - IEMI Paris  welcomes UPAEP Faculty Led particpants to arrive next Sunday!!

CMH has created an innovative, immersive 4 week program designed to integrate classroom, blended learning, business visits + cultural outings.

The first week is Digital Week + the online classroom is up!!  

From Omnichannel Marketing to Wearables and Social Media, the first week will share cutting edge concepts and creative platforms with UPAEP participants.

CMH UPAEP 2017 Program - Online Classroom

Mobile Website highlighting Paris events + ideas will be updated during the Participants' Visit.

#UPAEPParis #CMH #IEMI

#paris program UPAEP - IEMI - digital innovation program

Pre-trip Mobile site live for UPAEP Paris 2017 Program!

CMH - IEMI has created an immersive program for UPAEP + launched a travel trip site designed to help participants navigate via their mobile phones - in the travel planning stages + during their stay in Paris.

• Classwork + coursework
• Presentations + sharing
• Cultural visits
• Local businesses visits
• and yes...some free time to explore

@UPAEP Paris 2017 pre-trip mobile site is live travel tips in ES, experience #paris ideas THX @CMHacademy @oneglobe https://t.co/9plYLtwA3c pic.twitter.com/UU0tvT6TvR

— Craig @ oneglobe (@oneglobe) May 23, 2017

We look forward to welcoming the participants and their Professor in June.  This is the 3rd year for the innovative International MBA program at  @CMHacademy

#UPAEPParis

Social Media = Conversations with #Hotel Guests

Social conversations help differentiate your hotel + the positive advantages of your locale expertise.  Most hotels are using social media just to push out sales messages.  Smart hoteliers use social to engage guests in conversation - prior to stay, in destination (key = mobile users on Facebook), poststay.

This brief presentation highlights best content mix....relevant for guests + shareable to THEIR social networks.

I thank Corentin ComBalbert for putting it together.

Victor & Charles #AI Platform for Predicting Guest Delights

Victor & Charles lead the way in hyper-personalization for delighting #hotel guests ... predictive analytics... absolutely cutting edge!

A Paris #startup, analyzes public information (social networks, web content, ...), socio-cultural and behavioral to provide relevant information to hoteliers seeking to reach the next level of guest service.

Corentin Combalbert, Hospitality Executive Services, recently met with the team to evaluate the impact of a '360 guest view' on future pre-demand guest services.  He also had quite the experience with Victor & Charles chatbot - all positive!!

Inside scoop from meeting below.

Predicting guests' desires and providing personalized, delightful attention is the next generation of guest service.

Victor & Charles Press here.

Cross posted in Hospitality-Next.Digital